Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58,696 total complaints in the last 3 years.
22,090 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Razer Gift card from Amazon (sold and shipped by Amazon) in the amount of $100 on December 9th, but when I went to claim it, it says 'redeemed'.I have since chatted with Amazon CSR 4 times, each time I was promised quick turnaround of 24 hours and so far after 5 days and 4 chats, I am still waiting for either a working GF or a refund. After all the time wasted on this GC, I would rather have my money back in the form of a refund in the amount of $100. This has been a very disappointing experience with Amazon for a product they sell and ship.
Business Response
Date: 12/29/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding your order 113-0582978-0526648.We kindly request you to directly contact Razer ********************* since this is a third party gift certificate.They should be able to assist you better.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

*****
Initial Complaint
Date:12/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have two device ( ****** one of them I bought in 2022 the other I am not sure just how to get that info. I am to upset to look right now. I have called about this same issue before. I just tried to talk to your ***** **** support but they will not get on the phone and your other support C.S keeps hanging up. So I paid for both of these machine not ********* keep doing stuff that clears or I need to to use words other than what I was told because someone thought It would be a good idea to change that without my permission. Now not only to get ***** to show me my driveway I need to use some other word same thing happened to asking ***** to turn on the heat or ac. Now twice the music ( my favorites ) " ***** play my favorites " has just disappeared from both machines one say can't find the kept say can't find ***** ****** not what I asked or expected to here it should have said " playing your favorites ) & today that words changed to no favorites listed. These favorites some have so very specific meaning, when my son was murdered many of these played at his funeral I need to listen to them they help my hurting heart also there was some that were picked when my brother passed.I do not & will not pay you more more$$$.So you can just give me back all the money I have paid for these two machine then they are yours and then you can send any new _____ into these & another NO ONE SAID IF I SIGN UP FOR PRIME this would happen so you can take back your Prime & put all my favorites back on my machines. Do NOT call or email me with any excuse or sorry for any inconveniences you fix the issues or ********** have have these I CAN'T EVEN PUT A MONEY AMOUNT I NEED I NEED THE ***** WILL MY BODY SOUL HEART TRIES TO HEAL
Business Response
Date: 12/26/2023
Hello ******,

I am Vishal from Amazon.com.I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed your email regarding the issue with your subscription.

Here we would need to have the exact details to review this further for you.

I request you to please reply to this email with further details along with the information on If it is related to their Echo devices, Amazon Music or Amazon Prime.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/26/2023
you are asking for more info. I am pretty sure I told you everything But I will try again. I have two of your ***** I am pretty sure you can find those models .. If I am listening to music on that machine & I like the song them I can tell ***** I like that and these are put into your file called (my favorites or most played ) depending which machine I am using at the time one phrase is for and the other you put the other phrase into it. Both diff. songs in there files. And all my songs in my favorites & most played just disappeared when I sign up for I think it is called Prime ( for free shipping ) Please go back and re read the rest that I filed with the BBB so that I don't have to repeat myself. This has also happened to a lot of people who have had there favorites / most played just wiped out
Business Response
Date: 01/10/2024
Hello,

I am Vishal from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our internal team has reviewed this and below is the response from them
:

Thank you for your patience and willingness to work with us. Apologies for the delayed response.

In further review our records show, there are 3 available playlist linked to your account. "favorit (8 tracks), Most Played (2 tracks), and My Likes (0 tracks). These are referred to your online playlist. If you are referring to the offline playlist, regrettably they can not be restored to your ******.

If you have not been able to stream the playlist mentioned above, we will require the following information.

DSN (****** serial number)
Device Logs
With your permission to review Device logs and utterances.
Mark your utterance with negative feedback
Exact date, time, and timezone the failed request h***ened.

To pull ****** logs please follow the steps below...

Open the ***** *** go to "More" and select "Help & Feedback."
Under "Suggestions" select "Provide feedback." Then select the ***** ****** or *** that's experiencing the issue.
On "Tell us more about your issue" pages, select the closest category and issue.
Add any additional comments and then select "Send feedback."
To provide negative feedback towards your failed request...

Open the ***** *** go to "More" and select "Activity History,"
In the right hand corner next to each request you've made to your Echo you will see a arrow pointing down. Select, you will see "Did ***** do what you wanted?" Give it a thumbs down.
Please respond at your earliest convenience with the requested information.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/10/2024

Complaint: 21007347

I am rejecting this response because: Ok I asked for a call I am not sure just what you are talking about I do NOT know what offline is and those other two / three they are not responding to the words I was told & they did before I am also not sure what is an 8 track if that is a list of names for songs I had much more than 8 or 2 & some where songs / music that was played when my son was murder at his wake I need those and the other also help me wit my grief too if I had known that if I sign up for prime these would would no longer be here I would HAVE NEVER NEVER took prime I was told by your tech it is because when I did that prime wants me to up grade to some monthly fee for some kind of music radio or ??? I want all my music back and I want you to stop interferring now all it say if ok playing your most played one one of my machine and on the other some other phrase then it does not or say shuffling or can't find amazon music store & some other phrase. WHY WHY are you doing this to me these machine cost me $$$ not you and now you can't even call me to explain just what the h---- you are talking about!!!!
Sincerely,

*********************************
Business Response
Date: 01/26/2024
Hello,

I am Vishal from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our internal team has reviewed this and below is the response from them :

" We're terribly sorry for any confusion this matter may have caused you. Please understand the information previously shared is directly from our technical team in review of your account.

If you're unable to provide any additional information, we're unable to assist further.

However if you wish to speak with us in a live setting, you can Chat or Click To Call.

Use the link below:

*********************************************

Thank you for choosing Amazon. "

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:12/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told that I received my refund of $294.24 back to the original payment method on Oct 12, 2023. And when I said that this was impossible due to that account being closed on Sept 20th, they told me to contact PayPal and my bank with a transaction number that neither could verify. I was assured that my account was closed and there was no way that it could have been returned. After speaking to several people about this fact I was told I would then receive a check in the mail. I was told this on two separate occasions and have yet to receive a check. Every time I try to talk to anyone at Amazon, they either tell me a check is in the mail or it was returned to the original form of payment and to contact my bank. I have been lied to on several occasion in regard to this situation and passed off to different departments while on long phone calls only to be lied to yet again with the check is in the mail.
Business Response
Date: 12/27/2023
Hello ********,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I've reviewed your complaint and I see that you've contacted as you haven't received the check yet.
I'd like to apologize for the incorrect information provided.
I've reviewed the refund details on the Order#***-9411405-1898627 and can confirm that the refund was processed successfully.
As you're not seeing the refund posted to your account, please contact your issuing bank for further assistance. Your bank can clarify how long it'll take them to post the refund.
If your bank has trouble locating the completed refund, please contact our Billing Specialists so they can investigate why this may be happening. You can email them directly at *****************************************. Please include:

- the order number if available

- the last 2 digits of the payment method

- the amount of the refund

- the date of the transaction

- any other information you find pertinent
If your account has been closed or canceled and you have another credit card with the same issuing bank, they can normally apply the refund to your new card. If you no longer have a credit card with the issuing bank, they should issue you a refund check.
We appreciate your understanding and hope to seeing you soon.
Please feel free to contact us directly by replying to ************************************************ if we can be of further assistance.

Regards,
*******
Amazon.com
***********************************
Customer Answer
Date: 12/27/2023

Complaint: 21007290

I am rejecting this response because:
I have already done everything they just asked several times. I continue to be dismissed every time I talk to someone. I have contacted both the bank and PayPal. As I have said several times. They cannot help me and sent me back to Amazon. PayPal said that there is no way it could have been charged back to that card, since it was closed. I cant access anything in PayPal, since my entire account is closed, and neither could an associate when I spoke to them. They made it clear that my card was closed and it could not have been charged back. And since there is no longer a PayPal account there is no other issuing card to put it on. And since the refund would have to go through them first it makes sense it never got to the bank. But I called my bank who said there was no pending refund and they couldnt help me until they saw something on their end.
Not only have I been sent to other people several times but I have also been lied to several times.
You contradicted yourself in this very response. In regards to apologizing for not receiving the refund check and then you say it was refunded. Well it was not.
and Ive been lied to several times about how its been fixed. I was told by at least two people I would receive a check since the payment was unable to be put back in my original payment.
and now you are telling me yet again that it has already been refunded and to contact you directly and contact my bank Why would I do that when I have contacted yall several times directly and get passed around to several people who all lie to me about refund checks in the mail and confirmation emails.
so no I reject this reply as its the exact same one I have gotten from several people over the last couple months.

Sincerely,

***************************
Customer Answer
Date: 01/03/2024
I was told that a refund, for order number *****************, in the amount of $319.24 was initiated on 10/12/23 as seen in the pic refundinfo1. When I informed them that was not possible as that account ending in **** was closed on Sept 20, they then said they would send a check in the amount of $294.24 as seen in pic refundinfo4. I have yet to receive a check. On another occasion I was told to contact my card company or bank and have them put my refund on another card since **** was closed. My PayPal account is closed, as shown in pic refundinfo5. There is no other card available. No one can access my account and it cannot be reopened, per PayPal, and PayPal sent me back to Amazon. And since it would have had to go through PayPal before ever reaching my bank, my bank has no record of any refund being initiated and my bank also sent me back to Amazon. I have been lied to, disconnected without being able to finish conversations and passed around to different people/departments who have all said the same three things, 1. It was refunded back to original payment, 2. We sent a check, 3. Call your bank/Paypal. I have done everything they have asked.I have provided everything they have asked. There was no refund. They can't even get there story straight in one conversation. They apologize for not receiving my check but then say it was already refunded back to your original form of payment. And also say things like, it's on its way. So which is it? Was it refunded electronically or did they send a check and it's still on its way.
Wednesday,January 3, 2024
4:50 PM
Business Response
Date: 01/18/2024
Hello ********,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry to know that you haven't received refund and about incorrect information about being refunded in the form of check.

I've checked with the concerned team and they have confirmed refunded back to the card and hasn't been denied/returned to Amazon. Also, I'd like to inform you that Amazon doesn't accept Paypal. Hence, in this case, I'd suggest that you please reach out to your bank.

We appreciate your understanding and hope to seeing you soon.

Regards,
*******
Amazon.com
**********************************;
Customer Answer
Date: 01/22/2024

Complaint: 21007290

I am rejecting this response because:
The form of payment that you said it was returned to was a PAYPAL MASTERCARD DEBIT CARD. This card, ending in ****, was issued to me by PAYPAL. My PAYPAL MASTERCARD was closed in SEPT as well as the WHOLE PAYPAL account. Therefore, it could not have been refunded back to ANY account in OCT.
Sincerely,

***************************
Initial Complaint
Date:12/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered an Ergonomic Chair on 12/13/23 for same day delivery for an employee suffering from health issues. Chair was not delivered, but the main issue is it was automatically refunded. I chatted in to discuss this, only to spend nearly an hour going through associates who kept saying to just wait. Finally the supervisor, ***** told me it would have to be repurchased. I told her I had a $55 coupon that is no longer there and she said nothing she can do about it. I asked for a copy of the chat transcript and they refused to send it then it said the associate was having "technical difficulties" and it ended. As you can see, the new total is over $60 more. I asked to be sent the same item and they refused.
Business Response
Date: 12/17/2023
Hello ******************************,

I'm ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I've reviewed your BBB complaint and I'm sorry to learn you did not receive your order of GABRYLLY ********************* Chair.

Upon checking your order, I found that the package was not delivered due to Logistics issues and a full refund of $231.12 was issued towards your order. I understand that you utilized $55.00 promotional coupon as discount to place this order. We'd like to confirm that the promotion is still active on our website till Sunday, December 17 at 11:59PM PST. However, the item is no longer available.

Our promotional offers function much like a coupon in a physical store. They are valid only for the length of the promotion. Unfortunately, we're unable to honor promotion/coupon manually.

Regards,

*****
Amazon.com
*****************************

Customer Answer
Date: 12/18/2023

Complaint: 21007246

I am rejecting this response because:

As you can see, I did purchase the item at full price so I am asking for an Amazon credit of $55 since it was an error on Amazon's part that I did not get the item and had to reorder.

Sincerely,

******************************
Initial Complaint
Date:12/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned a toenail clipper on 11/17/2023. Amazon received it about 3 weeks ago, but they are not refunding me and they are requesting outrageous private information from me just to get my refund of $6.51
Business Response
Date: 12/16/2023
Hello,

I am Mahendra from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Upon reviewing the complaint details, I see that you are referring to the order #***-1728463-2127404 regarding refund for the item.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

Please rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************

Customer Answer
Date: 12/19/2023

Complaint: 21007099

I am rejecting this response because:
This is a refund for a normal order and Amazon already received the item back about a month ago. If you dont want to refund me, please send the item back to me.

Sincerely,

**********
Initial Complaint
Date:12/14/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've placed an order for Apple MacBook. Initial delivery date should be on Dec 12, however something wrong goes with *** and I've got message that my delivery is on hold. I've called *** and they told me to pick it up on 10 AM. I picked up this laptop, however when I arrived home and opened it I've noticed that package is tampered and when opened it I found there very cheap ASUS laptop which isn't working. I contacted *** and Amazon about this, but Amazon asked me for ID for some reason and for the package to be marked as delivered. How it can be marked as delivered while I received completely TRASH instead of my package? I served as a soldier in the army and I dont think I deserved to be treated this way after everything I brought to my country.Order ID: *******************
Business Response
Date: 12/17/2023
Hello ****,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I am so sorry to hear of the issue you have shared with us that you received the wrong item instead of Apple 2023 MacBook Pro Laptop M3 Pro chip with 12-core CPU, 18-core GPU: 16.2-inch Liquid Retina XDR Display.

A careful review of your account reflects that the correct information has already been provided.

Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your understanding.
Regards,
Pratap
Initial Complaint
Date:12/14/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction: December 12, 2023 Order #***-3938447-3681811 I ordered the item and it says it was delivered on December 13, 2023 at around 1:30pm and says, It was handed directly to a receptionist or someone at a front desk. Signed by: me.Where I live there is and never was there ever a receptionist or front desk and I was not home so its clearly a lie. I cant sign something if I was never there. My delivery instructions have always said to ring the doorbell because the building is locked. If Im not home they leave it at the mailroom and take a picture which did not happen in this case. The driver also never took a photo of the delivered item. I called Amazon twice now and they are refusing to help me with a refund or to send me another item. It is clear that the driver stole the item and claimed to have delivered it when they clearly did not. Amazon has refused to refund me or send me another of the same item. At this point, its very clear that Amazon is supporting their drivers stealing from people and refusing to do anything about it.
Customer Answer
Date: 12/16/2023
This issue has been resolved. Amazon successfully delivered the item at no additional cost to me. Thank you
Business Response
Date: 12/16/2023
Hello,

I am Mahendra from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Upon reviewing the complaint details, I see that you are referring to the order #***-3938447-3681811 regarding order delivery.

I'm sorry for the inconvenience caused due to the item delivery. Based on order details, I see that the replacement for the item is already created and delivered on Saturday, December 16, 2023.

I'll take this as feedback and forward it to our concern team to work on it so that such issues won't get repeated.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I'm *****, and I recently started using Amazon, which I learned about at my local library. In September and October 2023, I bought a bunch of things from Amazon for my friends and family. After that, Amazon kept sending me a lot of emails asking me to review the stuff I bought. So, I wrote reviews for all the things based on what my family and friends thought.But about three weeks ago, Amazon deleted all my reviews and said I couldn't write any more. I sent them many emails asking what's wrong, but I always got back the same kind of message from a computer. My grandson told me to include ******************* in my emails, but that didn't work either. I still got computer-generated emails from Amazon's Executive Customer Relations Office.I don't get why they're taking down my reviews. First, they ask me to review things, and when I do, they say there's something strange happening with my account and don't explain what's wrong. I just wanted to help by reviewing the things we use in our community.I am wiring this compliant after sending them 10s of emails without any resolution.
Business Response
Date: 12/28/2023
Hello *****,

Amazon has noticed some unusual activity on reviews submitted by this account. As a result, reviews were removed. If a review is removed because it does not comply with Amazon's Community Guidelines, the account that contributed the review cannot submit any new reviews for the same product.

Why am I receiving this message?
Customer reviews are meant to provide unbiased product feedback to help customers make informed purchase decisions. Any reviews that could be viewed as advertising, promotional, or biased will not be posted.

What does "unusual activity" mean?
This account's ability to contribute *** have been removed for one or more of the following reasons:

-- Reviews were posted in exchange for compensation, such as gift cards to purchase the product, product refunds, review swaps, or free or discounted products.

To learn more about this policy, please see our Community ******************** Guidelines (*****************************************************************************).

To contact us about this decision, please email ***************************************.

Amazon Review Moderation team
Customer Answer
Date: 12/29/2023

Complaint: 21006922

I am rejecting this response because: This claim is pure nonsense. I haven't received any compensation from Amazon or anyone for purchasing any product. Show me evidence to back up your assertion. I reject this accusation outright. I'll be returning all the products I bought that you allege I am compensated for.

Sincerely,

*******************************
Initial Complaint
Date:12/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
this **** ****** close and stole my money
Business Response
Date: 02/02/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use ********************** Services, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 1/25/2024.
Sincerely,
Shiv
Amazon.com
Initial Complaint
Date:12/14/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Dec. 3, 2023, I ordered a jacket, ORDER # ***-4860879-3983451, from Amazon and it was the wrong size. I immediately reordered the correct size and started a return. I followed the instructions from Amazon and took the jacket to Khol's, who recieved the item on Dec. 6, 2023. I noticed on Dec. 11th the order states that "Refund Issuance Failed, contact customer service." I immediately contacted Amazon customer service who could not figure out what was the issue and said they would credit my money back to the original credit card within 3 business days. I check today, Dec. 14, and there is no credit, and my return still says Refund Issuance Failed. I immediately call Amazon customer service again, talked to three different agents, including a supervisor, none who could not help me, and then I get sent an email saying I now have abnormal activity on my account and I have to upload a government ID. I asked several times, what abnormal activity and they said they cannot see anything, they don't know. I am very upset and worried about privacy and my information getting stolen, but the customer service reps (who have not been helpful at all) say I have give out more of my personal information or I will not get my refund. I uploaded my ID, and now they are telling me to wait again. I have never experienced such awful customer service from a business. I am a long standing customer, although I am deleting my ********************** accounts including Prime and Kindle Unlimited after this and will be shopping elsewhere. I want my money back for the item I already returned and I want my government ID deleted from the server.
Business Response
Date: 12/16/2023
Hello,

I am Mahendra from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Upon reviewing the complaint details, I see that you are referring to the order #***-4860879-3983451 regarding refund for the item.

Based on order details, I see that the refund of $42.11 is processed to your original payment method on Thursday, December 14, 2023.

You'll receive the refund within 3-5 business days and you'll receive the refund confirmation email to your registered email address.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************

Customer Answer
Date: 12/18/2023

Complaint: 21006814

I am rejecting this response because:
Thank you for crediting the money back for the return. However, you did not address the issue of my driver's license being deleted from your systems. I would like confirmation that this has been done. It would be in everyone's best interests, especially your customer's privacy, to have another way to identify individuals without compromising their identity.

Sincerely,

*******************
Business Response
Date: 12/20/2023
Hello,

I am Mahendra from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I understand that you are referring to your personal data which you shared as part of investigation.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

I can assure you that you data will only be used for you case investigation which is resolved and it will be removed from our system.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 12/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find accepting this resolution is the only option I have and I have to trust that they will actually delete my personal government ID that they required I provide. I would ask Amazon to revisit their policies on dealing with customers, especially good long standing customers, when they have a similar issue. Having to go to the BBB for a simple return is really ridiculous and that there is not an actual complaint department at Amazon is also extremely frustrating. I have cancelled my Amazon Prime membership and Kindle Unlimited membership and will shop elsewhere due to this experience. Thanks, and have a nice day.

Sincerely,

*******************

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